My client stopped messaging, and now I see a refund for an invoice number, and I haven't been paid.

[antonustait]

My client stopped messaging, and now I see a refund for an invoice number, and I haven't been paid. What is going on??

**Edited for community guidelines**

[petra_r]

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Antonus T wrote:

My client stopped messaging, and now I see a refund for an invoice number, and I haven't been paid. What is going on??

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That wasn't a real refund. The client never paid in the first place, and your hours didn't qualify for protection ("Protection" means Upwork paying you out of their own pocket..)

If you had properly tracked your time with the tracker, with meaningful work memos, adequate activity levels etc, Upwork would have paid you out of their own pocket.

[BojanS]

Hi Antonus,

When the client fails to pay for hours logged by the freelancer, any hours that aren't covered by Upwork Hourly Protection may be reversed. The team will also be reaching out to you directly via email with more information about your specific account.